IT Support Lead

The Calgary Women’s Emergency Shelter (CWES) is looking for an individual that believes change is possible, and will thrive in an environment that nurtures families impacted by violence and abuse. Working in a culture of respect and trust together we will build healthy families in our community.

Reporting directly to the Director of Business and Finance, the IT Support Lead will support the agency’s delivery of excellent client service by ensuring all information technology (IT), telephones, office equipment, and other technology/software are functioning in an effective manner in order to allow staff to provide their full attention to their clients/roles. This role will also provide backup to the Facilities Lead ensuring facilities, supplies, and records are ready and available for internal and external clients.

Duties and Responsibilities will include, but may not be limited to:

Ensure all office equipment is operational and handle requests for service (including to our external IT services provider) as quickly as possible.

Ensure technology in meeting spaces are always functional and available for use, including set up and take down of AV equipment.

Manage the inventory of audiovisual (AV) and related equipment, including utilizing a “sign-in/sign-out” process to track equipment.

Provide training and support as necessary in order to allow staff to utilize the AV equipment appropriately.

Set up office/work spaces IT/Phones, etc. for new and moving staff.

Triage IT requests. Coordinate with onsite IT support consultants for equipment and software issues resolution, new employee set ups, and account changes/access.

Installation, diagnosing, repairing, maintaining, upgrading, and documenting all user-based hardware and equipment to ensure optimal performance under the guidance of the IT consultants and within scope of skillset. More complex situations will be referred to the IT consultants.

Provide general troubleshooting of PC's and business applications.

Track and update issues as they arise and follow through to resolution. Communicate to staff when issues are resolved.

Provide onboarding/orientation to new employees.

Communicate IT updates, issues, resolutions, tips, etc. to staff.

Create and maintain technology procedures manual and assist in the documentation of business processes and business applications.

Provide end-user training when/where appropriate.

Participate on committees and in project work (e.g. roll outs of software updates) as required.

Plan and manage budgets in collaboration with agency managers and senior leadership.

Other duties as assigned and approved by the Director of Business and Finance.

Backup Support to the Facilities Lead:

Oversee all aspects of building operations, including preventative maintenance, repairs, and improvements to the emergency shelter property, and work in conjunction with the property managers for the administration office building.

Resiliency with the ability to adapt to changing priorities and deadlines.

Self-motivated with strong self-management ability is essential.

Experienced and enjoy working in a team environment.

Strong organizational skills with strengths in prioritization and efficiencies.

Keen attention to detail and strong work ethic. The ability to see the big picture and how the details fit in.

Drive to continuously learn and improve.

Strong trouble-shooting and problem solving skills.

Other Information

This position requires a valid driver’s license and use of a personal vehicle. Mileage will be reimbursed.

A criminal records search and an intervention record check are conditions of employment.

In accordance with Canadian immigration requirements, priority will be given to Canadian citizens and permanent residents of Canada.

Occasional evening and weekend working hours are required.

CLOSE DATE: The position will remain open until filled.

The Calgary Women’s Emergency Shelter is committed to diversity and inclusion within its workforce, and encourages qualified candidates from all genders, religious, ethnic and social backgrounds to apply.

We thank all candidates for their interest, only those selected for an interview will be contacted.